USPS logo LINK — USPS employee news Printable

On the line

‘POV’ video highlights care centers

Consumer and Industry Affairs VP Jim Nemec’s latest “Point of View” video was released this week.

The USPS Customer Care Centers play an important role in serving customers, Consumer and Industry Affairs VP Jim Nemec says in his latest “Point of View” video.

The care centers received more than 53 million calls last year. Most calls were handled by an interactive response system, but 12 million calls were directly answered by customer care agents.

“That’s 12 million opportunities we get to show customers we’re there for them,” Nemec says.

The centers are located in Troy, MI; Edison, NJ; Wichita, KS; and Los Angeles. Seventy-five percent of all calls involve packages.

“It’s a powerful example of how much impact our increased package business has had on customer service,” Nemec says.

Care center agents receive extensive training, along with daily performance updates.

“They see the impact that they have,” says Salina Harrison, a site manager at the Wichita center, where 92 percent of customers say they are satisfied with the service they receive.

Nemec says the Postal Service is making improvements to the system, including a virtual hold option that allows customers to leave a number for agents to call them back.

Post-story highlights